Prism Healthcare: AI that stopped skilled people doing admin

Prism Healthcare was losing thousands of hours to manual data processing. We unified fragmented systems, manual imports and unstructured engineer notes with AI agents and a modern Microsoft Fabric platform, turning operational data into a competitive advantage.

The challenge

Prism Healthcare's operational teams were spending more time fixing data than using it. Highly skilled employees manually processed council files, cleaned inconsistent records and interpreted engineer notes simply to keep operations moving.

The result?

• Entire working days spent processing a single customer account
• Two full-time specialists tied up managing data imports and exceptions
• 49 confirmed unnecessary engineer visits in a single reporting period
• No trusted operational view across assets, maintenance or service performance

When your best people become data processors, growth slows.

Our approach

Rather than adding another reporting system, OBT redesigned the operating model. Using Microsoft Fabric and four AI agents, we automated the work people shouldn't be doing.

The solution included:

• AI extracting intelligence from engineer notes
• AI monitoring shared mailboxes and processing council submissions automatically
• Automated data validation and matching
• A governed Microsoft Fabric platform creating a single source of operational truth
• Live Power BI reporting for decision makers

Impact

Why AI?

This wasn't about replacing people. It was about removing repetitive work so experienced teams could focus on customers, operational improvement and service delivery.

AI now processes information at scale, while people make the decisions that matter.

---

Written by Olivia Jaskolka · Edited & proofread with AI assistance